SAP Knowledge Base Article - Preview

2552402 - Customer ANI is not recognized after Warm Transfer from Switchboard

Symptom

  • External calls from customer are received by AVAYA SM then to switchboard and customer phone number (ANI) can be seen at this time.
  • However, once the switchboard transfers the call (warm transfer) to agent ANI is not passed.
  • Direct calls and cold transfers from operator work fine.


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, CCI, CRM-CCI, AVAYA SM, Trunk PAI P-Asserted-Identity SIP REINVITE ANI switchboard , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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